Since 2018, the GCSI has delivered independently verified, sector-by-sector data on customer
experience in Ghana — informing the decisions of organisations, government and the media.
The Ghana Customer Service Index (GCSI) is an independent, annual national benchmark of
customer satisfaction, published by the Institute of Customer Service Professionals (ICSP). Now
in its eighth year, the GCSI is the primary reference for customer experience performance in
Ghana..
The Index uses a cause-and-effect model that measures ten drivers of satisfaction on the left
side including Trust, Competence, Professionalism, Ease of Doing Business, Processes and Procedures, Customer-Focused Innovations, Engagement with Customers, and Complaints and Feedback together with a Customer Satisfaction Index at the centre, and customer loyalty
outcomes on the right.
The result is a 116-page report that provides verified demographic, perceptual and factual data, with recommendations and identified trends that help organisations make data-driven decisions.
The GCSI has tracked Ghana's customer satisfaction performance continuously since 2018. Here
is the national score history:
Download the GCSI 2025 Executive Summary
I am a Customer Service Professional (CSP), the Founder of the Institute of Customer Service Professionals (ICSP), and the creator of the Ghana Customer Service Index, the only independent, annual national benchmark of customer satisfaction in Ghana, now in its 8th year.
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